Web Application Support Specialist 1

Technical Support And Maintenance

Provides ongoing technical support and maintenance of production and development systems and software products (both remote and onsite) and for configured services running on various platforms (operating within a defined operating model and processes). Provides hardware/software support and implements technology at the operating system-level across all server and network areas, and for particular software solutions/vendors/brands. Responsible for Level 2 intermediate level troubleshooting.

1. Review, analyze, and respond to assigned Tier 1 tickets to ensure timely response, turnaround, and resolution adhering to defined SLA metrics.
2. Working with end-users and Tier 2 daily via phone or email and attending internal and external meetings that require the ability to communicate orally and in writing.
3. Work multiple tickets at one time.
4. Support testing for large enhancements.
5. Think independently and act as a SME to support other team members.
6. Provide technical information or solutions to problems that first-level support is unable to provide.
7. Analyzes problems and provides technical assistance, support, and advice to end users for hardware, software, and systems through phone, email, or chat.
8. Resolves computer software and hardware problems of users, and acts as a contact for users having problems using computer software, hardware, and operating systems.
9. Answers questions, applying knowledge of computer software, hardware, systems, and procedures.
10. Makes proactive suggestions for service improvements.
11. May train less experienced staff in the supported products and best practice for production support.

Minimum Qualifications

• Associates Degree or equivalent relevant experience, Computer Science or a related field preferred.
• 2-5 years of experience in information technology, systems administration or other IT related field.

Other Job Specific Skills

• Candidate will be supporting a client Financial System with Analytic Business Intelligence (ABI) tools and Customer Relation Management (CRM) tools, like Pega. Hence, candidates should have experience working with financial data.
• Familiar with issue tracking systems, like Jira, to track production issues, or change requests.
• SQL skills are required.
• Ability to communicate effectively, both orally and in writing, and to translate technical terminology into terms understandable to non-technical employees.
• Exceptional customer service skills.